DESCRIPTION

Encompass enables fast, accurate identity validation and verification of corporate customers, and a gold standard approach to KYC. Our award-winning corporate digital identity (CDI) platform incorporates real-time data and documents from authoritative global public data sources and private customer information, to create and maintain digital risk profiles.
Utilizing the expertise of a global transformation team of KYC and banking industry experts, as well as strategic data, technology and consulting partnerships, enables seamless integration of Encompass into existing workflows and systems. With Encompass the world’s leading banks improve customer experience and increase business opportunities through consistent regulatory compliance and risk mitigation.
With offices in Amsterdam, Glasgow, London, New York, and Sydney, we are a rapidly growing international company offering a chance to be part of our success - read on if you think you’re up for the challenge

JOB SUMMARY:

The Service Desk Support role is responsible for providing technical assistance and first-line technical support to Encompass customers, ensuring the smooth operation of systems and network infrastructure and maintaining high service standards. This position involves system testing, troubleshooting, incident resolution, and continuous system improvements to enhance performance, security, and efficiency. The successful candidate will work within ITIL-based service management processes and collaborate with various teams to support business operations and contribute to continuous improvements in service delivery and operational support.

Key Responsibilities:

• Conduct comprehensive system testing, including functional, regression, and performance tests, to ensure the reliability and effectiveness of IT systems and platforms.
• Collaborate with the operational support team to monitor, maintain, and enhance system and network performance using ITIL-based service management processes.
• Provide technical support for network and systems infrastructure, troubleshooting and resolving network and server-related issues to minimize downtime and disruptions.
• Provide 1st line technical support and fix to Encompass customers and take responsibility for the tickets you are working on by keeping the customer up-to-date and interacting with our engineering and relevant internal teams to prioritise and resolve.
• Administer and configure ticketing systems (Zendesk & Jira SM) to ensure efficient incident tracking and reporting, as well as compliance with service level agreements (SLAs).
• Become a product and technical expert on the Encompass platform and services so that you can become a point of reference to help resolve customer queries and issues.
• Manage and maintain system backups, disaster recovery plans, and monitoring dashboards to ensure business continuity and data integrity.
• Monitor network activity, evaluate system vulnerabilities, and implement security measures to safeguard against unauthorized access and data breaches.
• Actively identify and address trends in system usage, errors, or inefficiencies, providing recommendations for system optimization and operational improvements.
• Implement system and network upgrades, patches, and updates to enhance performance, security, and scalability.
• Support the deployment of applications, ensuring compatibility with existing systems, and provide guidance on best practices for administration and usage.
• Act as the primary point of contact for incident management during major outages, coordinating with internal teams and external stakeholders to resolve issues promptly.
• Develop and maintain detailed documentation of system configurations, testing protocols, and incident resolution processes to support knowledge sharing and continuity.
• Deliver and work to the objectives and targets of the Operational Support team, such as ticket resolution targets and related SLAs.

SKILLS, KNOWLEDGE AND EXPERTISE

• Degree in Information Technology, Computer Science, or a related field.
• Minimum 2 years of experience in an IT support or service desk role.
• Hands-on experience with IT service management (ITSM) tools such as Zendesk, Jira SM, or similar platforms.
• Strong troubleshooting skills for network, hardware, and software-related issues.
• Knowledge of ITIL processes and best practices for incident, problem, and change management.
• Experience with system testing, performance analysis, and monitoring tools.
• Understanding of cybersecurity principles, including system vulnerabilities and risk mitigation techniques.
• Ability to manage and maintain system backups and disaster recovery procedures.
• Excellent communication and customer service skills to effectively assist non-technical users.
• Ability to work independently and collaboratively within a team environment.

Preferred Qualifications:

• Certifications in ITIL, CompTIA A+, Network+, or Microsoft Certified: Azure Fundamentals.
• Experience working in an enterprise IT environment.
• Familiarity with cloud-based services and infrastructure (AWS, Azure, Google Cloud).
• Experience in scripting or automation tools for IT operations.

EQUAL OPPORTUNITIES

We are committed to fostering a diverse and inclusive workplace where everyone feels valued and empowered to thrive. We welcome applications from individuals of all backgrounds, regardless of race, ethnicity, gender, sexual orientation, age, disability, religion, or any other protected characteristic.
If you require any adjustments during the recruitment process to ensure an equitable experience, please let us know.

Join us in creating an environment where everyone can contribute their best work.

• Please note, we are not looking for agency assistance on these roles and will not accept any speculative CVs shared.

Key Responsibilities:

• Conduct comprehensive system testing, including functional, regression, and performance tests, to ensure the reliability and effectiveness of IT systems and platforms.
• Collaborate with the operational support team to monitor, maintain, and enhance system and network performance using ITIL-based service management processes.
• Provide technical support for network and systems infrastructure, troubleshooting and resolving network and server-related issues to minimize downtime and disruptions.
• Provide 1st line technical support and fix to Encompass customers and take responsibility for the tickets you are working on by keeping the customer up-to-date and interacting with our engineering and relevant internal teams to prioritise and resolve.
• Administer and configure ticketing systems (Zendesk & Jira SM) to ensure efficient incident tracking and reporting, as well as compliance with service level agreements (SLAs).
• Become a product and technical expert on the Encompass platform and services so that you can become a point of reference to help resolve customer queries and issues.
• Manage and maintain system backups, disaster recovery plans, and monitoring dashboards to ensure business continuity and data integrity.
• Monitor network activity, evaluate system vulnerabilities, and implement security measures to safeguard against unauthorized access and data breaches.
• Actively identify and address trends in system usage, errors, or inefficiencies, providing recommendations for system optimization and operational improvements.
• Implement system and network upgrades, patches, and updates to enhance performance, security, and scalability.
• Support the deployment of applications, ensuring compatibility with existing systems, and provide guidance on best practices for administration and usage.
• Act as the primary point of contact for incident management during major outages, coordinating with internal teams and external stakeholders to resolve issues promptly.
• Develop and maintain detailed documentation of system configurations, testing protocols, and incident resolution processes to support knowledge sharing and continuity.
• Deliver and work to the objectives and targets of the Operational Support team, such as ticket resolution targets and related SLAs